Customer Success Manager

2 months ago

Johannesburg, Gauteng, South Africa Moove Full time
About Moove

Moove is a pioneering mobility fintech company dedicated to transforming the auto finance landscape in emerging markets. Our innovative approach enables drivers to access vehicles on-demand, creating sustainable jobs and opportunities for mobility entrepreneurs.

The Role

We are seeking a highly skilled Customer Success Executive to join our Operations team. As a key representative of the team, you will be responsible for monitoring, supporting, and resolving drivers' issues, ensuring optimal vehicle utilization and driving business growth.

Key Responsibilities
  • Optimize vehicle utilization on the platform
  • Monitor and optimize drivers' KPIs (Trips, Supply, Hours, TPH, Earnings, Acceptance Rate, Cancellation Rate, Remittance Rate)
  • Conduct daily contact checks with drivers via various communication methods
  • Cash collection of accounts in arrears
  • Initiate recovery of vehicles in accordance with company policies and procedures
  • Contribute innovative ideas for process improvements
  • Present daily and weekly data findings and statistics to the team
  • Market analysis (product challenges, drivers' feedback, etc.)
Requirements
  • Degree in any discipline (an added advantage)
  • 4 years of experience in customer care/support roles for driver management/logistics operations or performance/call center
  • Experience in the logistics/ehailing industry (an added advantage)
  • Proficient in Microsoft Suites (Excel, PowerPoint, Word)
  • Meticulous and detail-oriented
  • Debt collecting experience
  • Ability to work in a fast-paced, high-pressure environment
  • Critical thinking and problem-solving skills
  • Experience working with cross-functional teams
  • Handling data and financial information
Key Performance Indicators
  • Vehicle utilization
  • Weekly KPIs attainment
  • Weekly active driver compliance
  • NPS
  • Cash collection rate
  • Daily drivers' contact check
  • Weekly issues resolution rate
  • Weekly vehicle inspections
About the Team

Our team is collaborative, positive, curious, and engaged. We think fast, work smart, laugh often, and are looking for like-minded individuals to join us in our mission to disrupt vehicle ownership and make financial freedom within reach.

Moove is strongly committed to diversity within its community. The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.

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